The Team Leader plays a pivotal role in driving team performance, ensuring customer satisfaction, and maintaining efficient operations. This position requires strong leadership skills, a keen understanding of call center dynamics, and the ability to motivate and guide team members toward achieving their goals.
Responsibilities
Oversee daily activities and performance of the call center team to ensure adherence to service level agreements (SLAs), productivity, QA, etc.
Provide constructive feedback and coaching to improve agent skills and productivity.
Ensure high levels of customer satisfaction by addressing escalated issues and implementing effective solutions.
Participate in cross- functional meetings to drive initiatives that enhance call center operations.
Work closely with Quality Assurance Specialists, Operations Manager, QA Manager, and other team leaders to align on goals and strategies.
Monitor and evaluate agent performance through call, chat, email... reviews and performance metrics.
Conduct regular team meetings to communicate updates, expectations, and address any concerns.
Develop strategies to improve the overall customer experience and reduce complaint rates.
Generate reports on team performance, customer feedback, and operational efficiency.
Analyze data to identify trends and recommend improvements to processes and service delivery.
Qualifications
Strong interpersonal skills and ability to work in a team- oriented environment.
With a minimum of 01 years&039; experience in a call center as a team Leader, particularly within the transportation, e- commerce, or retail industries.
A college’s degree or higher is preferred.
Excellent verbal and written communication abilities.
Strong analytical and problem- solving skills.
Proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint) and call center software.
Attention to detail and a commitment to quality.
Ability to manage time effectively and handle multiple tasks simultaneously.
Good at English
[3] Salary: 14- 17 mil
[4] Working time & Location:
Working time: 9 hours/shift (including 1 hour for lunch). 6 days / week
Location: DHL Express, 06 Thang Long, Ward 4, Tan Binh Dist, Ho Chi Minh city
[5]- Benefits:
Annual leave: 12 days/year
Take part in soft skills training and explore advancement opportunities.
Engage in social security, health insurance, unemployment insurance, and trade union activities as outlined by the Labor Law.
Evaluate KPIs and project bonuses.
Receive bonuses or gifts on March 8, October 20, April 30, January 1, and May 1.
Participate in team- building activities…
